1. Preamble
Blind Citizens Australia (BCA) aims to ensure that access to its services is provided in an equitable and transparent way.
2. Objective
It is the objective of this policy to clearly outline the processes used by BCA staff to regulate consumer access to services and determine relative consumer need.
3. Entry
Each consumer seeking a service has access to a service on the basis of relative need and available resources.
BCA's individual advocacy services do not discriminate on any basis covered by State, Federal or Territory anti-discrimination law or financial or membership status.
3.1 Eligibility
To be eligible for BCA's individual advocacy services, the request for advocacy must relate to a matter specifically concerning blindness or vision impairment or print disability in general. The services do not provide general legal advice although an appropriate referral will be offered and such advice as can be quickly given over the telephone might also be given.
3.2 Scope
BCA's advocacy services are not designed to replace the need for engagement of lawyers for complex legal matters such as a negligence or malpractice action even if the outcome specifically relates to vision impairment. The National advocacy service does not provide for complex legal advocacy except as relates to disability discrimination.
BCA's individual advocacy services, within the abovementioned boundaries, provide for some discretion in which advocacy matters are taken on. Consequently, the following list of general areas for which advocacy is provided is not exhaustive.
(a) disability discrimination in all areas covered by State, Federal and Territory legislation including employment, education, access to goods and services, accommodation, access to public premises, laws and programs as well as advocacy where it is not clear that discrimination has occurred but the disability is a clearly relevant factor;
(b) social security in general including the impact of the compensation provisions on the Disability Support Pension(blind);
(c) immigration- BCA's advocacy is primarily related to providing advice in relation to the health rules refusals and writing of letters of support;
(d) access to disability services/quality of disability services;
(e) access to healthcare, housing and other services which may be affected by blindness or vision impairment.
Decisions about which state specific matters shall be addressed by the National advocate shall be made after discussions between the state based advocates and the National advocate.
3.3 Referral
If a consumer's advocacy matter or request for advice does not fall within the parameters of BCA's individual advocacy services, all attempts for an appropriate referral should be made. If a matter does fall within BCA's services but that service could also be provided by another agency, the consumer should be advised of the choices available.
3.4 Determining Relative Consumer Need
As a general rule, consumers receive advocacy support on a first in first served basis. Urgent matters, in which there is a real risk that a consumer's rights would be prejudiced, would be prioritised over less urgent matters. It is important that the estimate of the waiting period given be a realistic appraisal of current workload and general trends. This would include the potential for urgent matters taking short term priority. A request for short advice should if possible be satisfied on the day of request or next working day. A long term advocacy matter would no doubt be subject to externally caused waiting periods such as waiting for return correspondence or for a conference to be scheduled. Diary dates for the future actioning or review of long-term files must be made on a regular basis or whenever the file is opened for any purpose such as correspondence received or a call from the consumer. The priority for service is not affected by whether the consumer is a member of BCA.
3.5 Waiting Times
Once it is accepted that an advocacy request falls within the parameters of BCA's advocacy services, the consumer must be advised of any waiting period before the matter is actioned. For disability discrimination matters, a general estimate of the expected timeframe for the matter's conclusion and the relevant contingencies which may affect this timeframe should be advised.
3.6 Preliminary Advice
Every consumer must be provided with verbal advice as to possible resolution and advocacy options to the best of the Advocacy Officers' knowledge and provided with information about any possible risks or disadvantage in relation to any option. This advice must be available to the consumer in accessible formats upon request.
3.7 Consumer Authority
Once the consumer has requested advocacy support and the issue is within the jurisdiction of the service a letter of authority must be sent to the consumer for signing and dating authorising the Advocacy Officers to act on the consumer's behalf in relation to the specified matter.
BCA's individual advocacy services provide a short advice service as well as a more lengthy casework service. Procedure 3.6 only needs to occur once it is clear to the Advocacy Officers that a separate file will need to be opened or for any matter involving liaison with any third-party. Procedure 3.6 does not otherwise have to actioned in relation to a matter in the short advice/inquiries file.
4. Exit
4.1 File/Record Procedure
BCA's individual advocacy services must keep written records of all requests for advice or information or advocacy. Every record must clearly indicate the advice given. For most short advice no further action needs to be taken. For every short advocacy matter for which a separate file has been opened, written record must be made by the Advocacy Officers clarifying with the consumer that the matter has been finalised. For every separately opened file written record must also be kept of the Advocacy Officers advising the consumer that it appears the matter has been finalised but also asking the consumer whether he/she has outstanding concerns. The consumer must be advised that the file will be kept open for six months after the abovementioned recorded conversation, after which a review will occur and the file closed unless the file has been re-actioned during the period. A notice of the closure must then be sent to the consumer and advice given as to how the file will be stored.
4.2 Accessibility
All current and potential consumers must be made aware of BCA's entry and exit policies and provided with copies of both in an accessible format upon request. Policies must be made available in large print, audio, braille or email.